All sales are final, except for shipping issues and authorised returns.
Effective Date: September 3, 2026Hydro Supply & Co. ("we," "us," or "our") supplies commercial horticultural equipment shipped directly from our manufacturers and their distribution centres. Because goods travel straight from the manufacturer to your site, all sales are final.
There are two exceptions, set out below: a problem with the shipment itself, and a return we authorise in advance by RMA.
In short: if something arrived damaged, short, wrong or dead on arrival, we will put it right at no cost to you — tell us within 48 hours. Anything else is final sale unless we agree to an RMA in advance.
Orders are released to the manufacturer as soon as payment clears and cannot be returned as a matter of course. We do not accept returns for change of mind, ordering the wrong item, over-ordering, or a project that did not go ahead.
Please confirm model, voltage, spectrum, size and quantity before ordering. If you are unsure what suits your room, contact us first — we would far rather help you specify it correctly than have you stuck with equipment you cannot use.
We stand behind what arrives. At no cost to you, we will replace, repair or refund an item that:
Inspect your delivery before signing for it. Note any visible damage or shortage on the carrier's delivery receipt before the driver leaves. Carriers routinely deny claims on shipments signed for clean, and without that note we may be unable to recover the loss on your behalf.
Report the problem to seanb@hydrosupply-co.com within 48 hours of delivery, with photographs of the packaging and the goods. We arrange collection or replacement and cover the freight. No restocking fee applies.
Outside of a shipping issue, a return is possible only if we authorise it in advance. Authorisation is at our discretion and depends on whether the originating manufacturer will accept the goods back.
To request one, email seanb@hydrosupply-co.com with your order number, the items concerned and the reason, within 14 days of delivery. If we issue an RMA:
Do not ship anything back without an RMA. Unauthorised returns cannot be traced to an order, are commonly refused at the receiving warehouse, and are not eligible for any refund.
These cannot be returned under any circumstances, including by RMA, though a shipping issue under section 2 is still covered:
Final sale does not affect your warranty. Equipment that fails in service is handled as a manufacturer warranty claim, and warranty length and terms are set by each manufacturer — TrolMaster, Matrix, Flexstar, Growlink and the rest. Contact us and we will open and manage the claim with them on your behalf.
Where a refund is due, it is issued once the goods have been received and inspected, normally within 5 to 10 business days of arrival — or immediately on a confirmed shipping issue where no return is required. Refunds go back to the original payment method: a card refund appears on the card used at checkout, and a wire or ACH payment is returned by the same route.
Where sales tax was collected on the original order, the tax on refunded goods is refunded with it.
An order can be cancelled without charge only before it ships, which is often within one business day of payment. Once a shipment is in transit it is subject to this policy. Contact us immediately if you need to cancel.
Contact us before doing anything else — most problems are resolved faster than a return, and we would rather hear about one early.
Hydro Supply & Co.
Email: seanb@hydrosupply-co.com
Phone: 951-454-5566